Update incident.io handbook docs to provide more detail on adding/removing components

---

title: 'Incident.io'

description: 'Documentation on Incident.io'

date: 2025-12-23

date: 2026-02-13

---

{{% alert title="Technical Details" color="primary" %}}

- Deployment type: `Ad-hoc`

{{% /alert %}}

## Understanding Incident.io

### What is Incident.io

We currently manage all Incident.io items within Incident.io itself.

## Accessing the Customer Support Operations status page

### Accessing the Customer Support Operations status page

To access our status page:

- Custom domain

  - Custom domain: none

## Managing our setup

## Administrator tasks

{{% alert title="Warning" color="warning" %}}

- All tasks should only be done if there is a corresponding request issue (Feature Request, Administrative, Bug, etc.). If one does not exist, you should first create one (and let it go through the standard process before working it).

- All tasks are tailored specifically to the Customer Support Operations team and do not reflect how other teams may perform their administrator tasks

### Creating a component catalog

{{% /alert %}}

To create a component catalog:

### Managing component catalogs

#### Creating a component catalog

As we manage all Incident.io items within Incident.io itself, you will need to create the component catalog in the system itself. To create a component catalog:

1. Login to Incident.io (via Okta)

1. Go to [Catalog](https://app.incident.io/gitlab/catalog)

1. Ensure `Reference entries by name` checkbox is checked

1. Click `Save` at bottom-right

### Adding a component to a catalog

#### Editing a component catalog

To add a component onto a catalog:

As we manage all Incident.io items within Incident.io itself, you will need to edit the component catalog in the system itself. To edit a component catalog:

1. Login to Incident.io (via Okta)

1. Go to [Catalog](https://app.incident.io/gitlab/catalog)

1. Click the catalog to add components to

1. Click `Create entry` at the top-right

1. Enter a `Name`

1. Click `Create` at the bottom-right

1. Click the component catalog to edit

1. Click `Edit type` at the top-right of the page

1. Make the needed changes

1. Click `Save` at bottom-right

### Updating a component

#### Adding a component to a component catalog

To update a component:

As we manage all Incident.io items within Incident.io itself, you will need to add the component to the component catalog in the system itself. To to add the component to the component catalog:

1. Login to Incident.io (via Okta)

1. Go to [Catalog](https://app.incident.io/gitlab/catalog)

1. Click the catalog the component is within

1. Locate the component to edit in question and click on it

1. Click the pencil icon in the top-right of the right-hand sidebar

1. Make your changes

1. Click `Save` on the bottom-right of the right-hand sidebar

1. Click the component catalog to add a component to

1. Click `Create entry` at the top-right of the page

1. Enter the `Name` of the new component

1. Click `Create` at bottom-right

### Deleting a component

#### Deleting a component catalog

To delete a component:

As we manage all Incident.io items within Incident.io itself, you will need to delete the component catalog in the system itself. To delete a component catalog:

1. Login to Incident.io (via Okta)

1. Go to [Catalog](https://app.incident.io/gitlab/catalog)

1. Click the catalog the component is within

1. Locate the component to edit in question and click on it

1. Click the trashcan icon in the top-right of the right-hand sidebar

1. Click the `Confirm` button to confirm the deletion

1. Click [Add a custom type](https://app.incident.io/gitlab/catalog/create)

1. Click the component catalog to delete

1. Click `Delete type` at the top-right of the page

1. Type the name of the component catalog you are deleting in the text box of the popup modal

1. Click `Continue` at bottom-right of the popup modal

### Creating a group catalog

### Managing group catalogs

To create a group catalog:

#### Creating a group catalog

This is the same process as [Creating a component catalog](#creating-a-component-catalog).

#### Editing a group catalog

This is the same process as [Editing a component catalog](#editing-a-component-catalog).

#### Adding a group to a group catalog

As we manage all Incident.io items within Incident.io itself, you will need to add the group to the group catalog in the system itself. To to add the group to the group catalog:

1. Login to Incident.io (via Okta)

1. Go to [Catalog](https://app.incident.io/gitlab/catalog)

1. Click [Add a custom type](https://app.incident.io/gitlab/catalog/create)

1. Enter a `Name`

1. Enter a `Description`

1. Under `Categories` click `+ Services`

1. Ensure `Are entries of this type ranked?` checkbox is checked

1. Ensure `Reference entries by name` checkbox is checked

1. Click `Save` at bottom-right

1. Click the component catalog to add a group to

1. Click `Create entry` at the top-right of the page

1. Enter the `Name` of the new component

1. Populate the list of components for the group in the `Components` area

1. Enter an `Email domain` of `gitlab.com`

1. Click `Create` at bottom-right

#### Adding a component to a group catalog

This is done by [Editing a group](#editing-a-group).

#### Deleting a group catalog

This is the same process as [Deleting a component catalog](#deleting-a-component-catalog).

### Managing groups

#### Creating a group

This is done by [Adding a group to a group catalog](#adding-a-group-to-a-group-catalog).

### Creating a group within a catalog

#### Editing a group

To create a group within a group catalog:

As we manage all Incident.io items within Incident.io itself, you will need to edit the group in the system itself. To edit the group:

1. Login to Incident.io (via Okta)

1. Go to [Catalog](https://app.incident.io/gitlab/catalog)

1. Click the catalog to add a group to

1. Click `Create entry` at the top-right

1. Enter a `Name`

1. Select all components applicable

1. Enter `gitlab.com` for the `Email domains`

1. Click `Create` at the bottom-right

1. Click the catalog the group is within

1. Locate the group to edit in question and click on it

1. Click the pencil icon in the top-right of the right-hand sidebar

1. Make your changes

1. Click `Save` on the bottom-right of the right-hand sidebar

### Updating a group

#### Deleting a group

To update a group:

As we manage all Incident.io items within Incident.io itself, you will need to delete the group in the system itself. To delete a group:

1. Login to Incident.io (via Okta)

1. Go to [Catalog](https://app.incident.io/gitlab/catalog)

1. Click the catalog the group is within

1. Locate the group to edit in question and click on it

1. Click the trashcan icon in the top-right of the right-hand sidebar

1. Click the `Confirm` button to confirm the deletion

### Managing components

{{% alert title="Warning" color="warning" %}}

- All components we use should align with the item in [Customer Support Operations System Criticality](/handbook/security/customer-support-operations/criticalities/#customer-support-operations-system-criticality).

{{% /alert %}}

#### Creating a component

This is done by [Adding a component to a component catalog](#adding-a-component-to-a-component-catalog).

#### Editing a component

As we manage all Incident.io items within Incident.io itself, you will need to edit the component in the system itself. To edit the component:

1. Login to Incident.io (via Okta)

1. Go to [Catalog](https://app.incident.io/gitlab/catalog)

1. Click the catalog the component is within

1. Locate the component to edit in question and click on it

1. Click the pencil icon in the top-right of the right-hand sidebar

1. Make your changes

1. Click `Save` on the bottom-right of the right-hand sidebar

### Deleting a group

#### Deleting a component

To delete a group:

As we manage all Incident.io items within Incident.io itself, you will need to delete the component in the system itself. To delete the component:

1. Login to Incident.io (via Okta)

1. Go to [Catalog](https://app.incident.io/gitlab/catalog)

1. Click the catalog the component is within

1. Locate the group to edit in question and click on it

1. Locate the component to edit in question and click on it

1. Click the trashcan icon in the top-right of the right-hand sidebar

1. Click the `Confirm` button to confirm the deletion

### Creating a status page

### Managing status pages

#### Creating a status page

To create a status page:

As we manage all Incident.io items within Incident.io itself, you will need to create the status page in the system itself. To create the status page:

1. Login to Incident.io (via Okta)

1. Go to [Status pages](https://app.incident.io/gitlab/status-pages)

   - Select a `Favicon` (if desired)

1. Click `Create status page` at the bottom-right of the page

### Editing a status page

#### Editing a status page

To edit a status page:

As we manage all Incident.io items within Incident.io itself, you will need to edit the status page in the system itself. To edit the status page:

1. Login to Incident.io (via Okta)

1. Go to [Status pages](https://app.incident.io/gitlab/status-pages)

1. Click the `Settings` tab

1. Make the changes needed for the section you need to change (and click `Save` to implement the changes)

### Deleting a status page

#### Adding a component to a status page

This is done by [Adding a component to a group catalog](#adding-a-component-to-a-group-catalog).

#### Deleting a status page

As we manage all Incident.io items within Incident.io itself, you will need to delete the status page in the system itself. To delete the status page:

1. Login to Incident.io (via Okta)

1. Go to [Status pages](https://app.incident.io/gitlab/status-pages)

1. Type the name of your status page

1. Click `Delete status page`

## Working with incidents

### Managing incidents

### Creating an incident

#### Creating an incident

To create an incident:

1. Fill out a meaningful `Name`

1. Set the `Status` of the incident

   - Investigating: Report an incident

     - This is normally what you would use as the starting point

   - Identified: Problem has been determined and a fix is being made

   - Monitoring: Fix is implemented and we are monitoring the situation

   - Resolved: Everything is good to go

1. Set a meaningful `Message` for the incident

1. Set the level of impact on `Affected` components

   - You should include a link to your incident issue here

1. Set the level of impact on `Affected components` (the value needed depends on the impact of the incident)

   - No impact: The incident does not impact this component

   - Degraded performance: The component is working but at lower than standard performance levels

   - Partial outage: Significant parts of the component are not working

1. Click `Review incident`

1. Review all information for accuracy

1. Click `Publish incident`

1. Publishing an update to an incident (including resolving it)

### Updating an incident

#### Updating an incident

To update an incident (including resolving it):

To update an incident:

1. Login to Incident.io (via Okta)

1. Navigate to [Status pages](https://app.incident.io/gitlab/status-pages)

1. Click on the incident in question

1. Click the top-right status bar (says what the current status is)

1. Select the new `Status`

   - Identified: Problem has been determined and a fix is being made

   - Monitoring: Fix is implemented and we are monitoring the situation

   - Resolved: Everything is good to go

1. Enter a meaningful message

1. Click `Review update`

1. Review all information for accuracy

1. Click `Publish update`

### Deleting an incident

To delete an incident:

1. Login to Incident.io (via Okta)

1. Navigate to [Status pages](https://app.incident.io/gitlab/status-pages)

1. Click on the status page the incident is on

1. Click on the incident in question

1. Click the `...` at the top-right of the page

1. Click `Delete status page incident`

1. Click `Delete incident`

## Working with maintenances

### Managing maintenance

### Creating a maintenance

#### Creating a maintenance event

To create (schedule) maintenance:

To create a maintenance event:

1. Login to Incident.io (via Okta)

1. Navigate to [Status pages](https://app.incident.io/gitlab/status-pages)

1. Review all information for accuracy

1. Click `Publish maintenance`

### Updating a maintenance

#### Updating a maintenance event

To update maintenance:

To update a maintenance event:

1. Login to Incident.io (via Okta)

1. Navigate to [Status pages](https://app.incident.io/gitlab/status-pages)